استخدام Technical Support Engineer
شرح موقعیت شغلی
As a support engineer, you will be an elite member of a customer facing support team working on resolving complex issues with our cloud or On-Prem security products. You have extensive experience providing mission critical customer support to external enterprise customers with a focus on helping, advising, and empowering customers to achieve more. You enjoy working on challenging issues that require in depth investigation, excellent communication, and complete ownership to drive issues to resolution.
This position requires extensive cross-group coordination and excellent oral and written communication skills. Attention to detail; and a highly organized, process-focused aptitude are required to manage the variety of responsibilities and deliverables. You must be able to work well under pressure and deadlines, while also exhibiting flexibility and adaptability across a broad organizational matrix.
Beyond extensive technical focus, this role requires the ability to communicate issues and recommendations clearly and concisely and build broad relationships with influencers to impact key business results. You are passionate about improving the customer support experience and the product by collaborating with software developers to recommend feature improvements.
Responsibilities
- Scope and resolve complex issues with onboarding, deployment and configuration of products
- Advise and educate customers on the features and capabilities of our products
- Interpret and analyze log data to troubleshoot issues
- Communicate solutions and recommendations to the customer and ensure that customers have the information and tools to address similar issues in the future
- Collaborate and coordinate with other teams and experts throughout Graph to tailor the best solution for customer issues
- Develop, document, and implement runbooks for training, process standardization, and guidance on how to troubleshoot effectively
- Troubleshoot issues in customer environments involving cloud, server, endpoint, and network infrastructure
- Perform activities necessary to quickly mitigate outages and service interruptions in the customer’s environment by recommending and implementing workarounds
- Maintain current knowledge and understanding of product roadmaps and emerging technologies
- Investigate and communicate incident root cause to customers
- Participate in an on-call rotation when required
Requirements
Required Experience
- Minimum 2+ years experience in Network Security Engineering or consulting, and/or Systems Administration with focus on security (this should include experience with endpoint security, server security and threat analytics)
- Minimum 2+ years customer facing support experience
Preferred Experience & Education (these are nice-to-haves and are not mandatory)
- Experience in Linux administration
- Automation (PowerShell and/or Python, Java, or a similar language, can be a beginner to intermediate level).
- Good understanding of networking technologies such as firewalls, switches and routers.
- Preferred Bachelor’s degree or higher in a technical field, or relevant work experience
- Preferred IT Industry certifications (LPIC, Microsoft Certifications, Cisco, CISSP, CEH, etc.)
Soft Skills
- Demonstrated experience learning new technologies
- Strong collaborative skills and extensive cross-group coordination skills
- Proven customer service skills supporting external and/or internal customers in an enterprise environment
- Great phone presence and documentation abilities. Excellent executive communication and crisis management skills
- Excellent documentation skills and ability to translate complex technical processes into simple to follow written guides
- Previous experience working in a large, complex, highly matrixed global organization preferred
- Ability to work in a high pace environment with many competing priorities and randomization
مهارتهای مورد نیاز
- Linux
- Python
- Javascript
- پشتیبانی فنی
حداقل سابقه کار
- کمتر از سه سال
جنسیت
- مهم نیست
وضعیت نظام وظیفه
- مهم نیست